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Manager, Product Implementation

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MyTennisLessons

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Location:
United States, Royal Oak

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

80000.00 - 96000.00 USD / Year

Job Description:

The Manager, Product Implementation leads a team of specialists, driving operational excellence and process improvements. This role leads the successful deployment of restaurant management solutions with a focus on software integrations, including third-party integrations, SpotOn Teamwork, or SpotOn Reserve. The Implementation Manager ensures seamless activation of integrations while delivering exceptional training, support, and operational guidance.

Job Responsibility:

  • Oversee the end-to-end deployment of integrations, including 3rd party integrations, Teamwork and Reserve integrations, ensuring solutions meet client needs
  • Conduct comprehensive assessments of client workflows, requirements, and operational objectives
  • Guide the team in configuring and customizing platforms, managing project structures, workflows, permissions, and third-party integrations
  • Deliver client training programs and workshops, promoting adoption and operational readiness
  • Serve as the escalation point for technical or configuration challenges
  • Develop and manage detailed implementation plans, timelines, and milestones
  • Collaborate cross-functionally with Sales, Product, Support, and Engineering teams to resolve implementation issues and improve client outcomes
  • Ensure seamless activation and adoption of SpotOn integrations (Teamwork, Reserve, and third-party integrations)
  • Maximize client satisfaction and business impact through expert technical guidance, team leadership, and process excellence
  • Oversee technical support and troubleshooting during implementations, ensuring timely resolution and effective communication
  • Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance
  • Set clear goals and performance expectations aligned with departmental objectives
  • Provide regular coaching, feedback, and professional development opportunities to build team capability
  • Oversee workload allocation, ensuring balanced capacity, productivity, and service quality
  • Manage recruitment, onboarding, and training to build a high-performing team culture
  • Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines
  • Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships
  • Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution
  • Communicate updates, progress, and risks clearly to senior leadership and key stakeholders
  • Establish and maintain high quality and consistency standards across all team outputs
  • Lead periodic quality reviews, identifying trends and coaching opportunities
  • Develop and maintain team training resources and SOPs to ensure consistency across roles and projects
  • Champion operational excellence and knowledge sharing across the broader function
  • Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists
  • Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards
  • Identify and implement process improvements to increase efficiency, scalability, and accuracy
  • Monitor team metrics and performance dashboards to drive accountability and continuous improvement
  • Partner with other managers to standardize best practices and optimize end-to-end workflows

Requirements:

  • Demonstrated ability to lead, motivate, and manage teams, including coaching, mentoring, and performance management
  • Strong client focus with expertise in building relationships, understanding needs, and delivering high-quality solutions
  • Proficient in configuring software applications, troubleshooting technical issues, and applying operational knowledge of restaurants or hospitality systems
  • Extensive experience planning, tracking, and managing complex software or POS implementations, ensuring timely delivery and effective resource allocation
  • Skilled in analyzing complex problems, developing creative solutions, and driving operational efficiency through process improvements
  • Exceptional verbal and written communication, able to convey technical information clearly and influence stakeholders at all levels
  • Collaborative and team-oriented, capable of working across cross-functional teams and fostering positive working relationships
  • Adaptable and committed to continuous learning, staying current on industry trends and evolving business needs
  • Deep knowledge of restaurant operations, POS platforms, and related systems, with hands-on experience in implementation, configuration, and client training
  • Strong organizational, research, and process development skills, focused on quality, KPIs, and operational efficiency
  • Capable of managing competing priorities in fast-paced, collaborative environments while maintaining high-quality execution
  • 8+ years of professional experience in customer success or related roles
  • 3+ years of experience managing and developing high-performing teams
  • Experience in fintech or SaaS environments preferred
What we offer:
  • Medical, Dental and Vision Insurance
  • 401k with company match
  • RSUs
  • Paid vacation, 10 company holidays, sick time, and volunteer time off
  • Employee Resource Groups to build community and inclusion at work
  • Monthly cell phone and internet stipend
  • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Additional Information:

Job Posted:
December 10, 2025

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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